Refund & Cancellation Policy

1. Purpose

This policy explains how Amir Online handles cancellations, returns, exchanges and refunds. It must be read with the Terms and Conditions and does not reduce rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

2. Cancelling Before Dispatch

A customer may request cancellation before an order has been handed to the courier. If cancellation is confirmed before dispatch, Amir Online will refund the amount paid for the cancelled item and its attributable delivery charge, if any. If the parcel has already been dispatched, the request will be handled as a return and return courier costs may apply where permitted by law.

3. Cooling-Off for Qualifying Online Purchases

For a qualifying electronic transaction, a consumer may cancel without reason and without penalty within seven days after receiving the goods, subject to the exclusions and conditions in ECTA. The consumer may be responsible only for the direct cost of returning the goods. Where this statutory right applies, Amir Online will process the refund within the period required by law after cancellation and return arrangements are completed.

4. Unwanted Products

Where no stronger statutory right applies, Amir Online may accept an unwanted product if the return is requested within 14 calendar days after delivery and the product is unused, undamaged, complete, in saleable condition and in its original packaging with seals, labels, manuals and accessories intact. Return delivery costs are normally for the customer. Approval remains subject to inspection.

5. Products That Cannot Ordinarily Be Returned for Change of Mind

• Products made to specification, personalised or specially ordered;
• Opened health, hygiene, beauty, food or other products unsuitable for return for public-health reasons;
• Digital content, software or media where a seal has been broken or access has begun, where the law permits exclusion;
• Products that deteriorate rapidly, have been assembled, installed, altered or used beyond reasonable inspection; and
• Clearance or final-sale goods only where the stated restriction is lawful. Defective or incorrectly supplied goods remain covered by law.

6. Incorrect, Incomplete or Damaged Delivery

If the wrong product is delivered, an item is missing, or goods arrive damaged, contact Amir Online as soon as reasonably possible with the order number and clear photographs of the parcel, shipping label, packaging and product. Keep all packaging while the matter is assessed. Once validated, Amir Online will arrange collection where appropriate and offer the remedy required by law, which may include replacement or refund. The customer will not carry reasonable return costs for an incorrect or validated damaged delivery.

7. Defective or Unsafe Goods

A consumer may return goods that fail the statutory standards of quality within six months after delivery, subject to the Consumer Protection Act. After inspection and validation, the consumer may choose the remedy available under the Act, generally repair, replacement or refund. Damage caused by misuse, unauthorised repair, negligence, normal wear and tear, incorrect installation or failure to follow instructions is not a product defect.

8. Return Process

• Email info@amironline.co.za or call 084 377 8901 and provide the order number, reason and supporting photographs where relevant.
• Wait for a return authorisation and collection or drop-off instructions. Do not send a parcel without a return reference.
• Pack the complete product securely. The customer may be responsible for damage caused by inadequate return packaging.
• Amir Online will inspect the return and communicate approval, rejection or any further information required.

9. Refund Method and Timing

Approved refunds are made to the original payment method unless otherwise agreed or required. Bank and payment-provider processing times may apply after Amir Online releases the refund. Delivery fees are refunded where required by law or where the entire order was cancelled before dispatch, was not delivered, or was returned because Amir Online supplied incorrect or validated defective goods. Original delivery fees need not be refunded for a discretionary change-of-mind return where the law permits.

10. Exchanges

An approved exchange is subject to stock availability. Any price difference and lawful delivery charge will be confirmed before processing. If a replacement is unavailable, Amir Online will offer an appropriate alternative or refund.

11. Contact and Escalation

Send all requests to Amir Online, not directly to the courier: info@amironline.co.za | 084 377 8901 | www.amironline.co.za. If the issue cannot be resolved, a consumer may use the dispute-resolution rights available under South African law.